Voice Agent Node

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Overview

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Use Cases

• Outbound Campaigns: Launch sales or marketing call campaigns
• Appointment Reminders: Automated reminder calls for appointments
• Order Confirmations: Confirm orders and delivery details
• Payment Reminders: Follow up on pending payments
• Customer Surveys: Collect feedback and ratings
• Lead Follow-ups: Call leads from your CRM
• Event Notifications: Inform customers about events
• Service Updates: Notify about service changes or outages

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Inputs

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Bot_Number (Required)

• Phone number the voice agent will use to make the call
• Can be linked from a previous block or selected from dropdown
• Data linkage overrides dropdown selection
• Format: +[country code][number]

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Use_Case (Required)

• Defines which voice agent will handle the call
• Can be linked from a previous block or selected from dropdown
• Data linkage overrides dropdown selection
• Must match an existing agent in your account

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Customer_Number (Required)

• Customer’s phone number to call
• Format: +[country code][number]
• Must be a valid, callable number

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Customer_Details

• Customer information in JSON format
• Used to personalize the conversation
• Can include: name, email, order ID, account details, etc.

{
  "name": "John Doe",
  "email": "[email protected]",
  "order_id": "ORD-12345",
  "product": "Premium Plan",
  "amount": "₹2,499"
}

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Schedule_Time

• Schedule the call for a specific future time
• Format: ISO 8601 date format YYYY-MM-DDTHH:MM:SSZ
• Default: Current time (immediate execution)

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Agent_Options

• Override default agent settings for this specific call
• Allows per-call customization
• Can modify: language, voice, initial prompt, etc.

{
  "language": "hi-IN",
  "voice": "Riya",
  "initial_prompt": "Hello, this is a reminder about your appointment tomorrow."
}

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No_Of_Retries

• Number of retry attempts if the call fails
• Default: 0 (no retries)
• Recommended: 2-3 for important calls

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Retries_After_In_Hrs

• Time interval between retry attempts (in hours)
• Works with No_Of_Retries
• Recommended: 1-2 hours

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Start_Working_Hour

• Start of business hours in 24-hour format (HH:MM)
• Calls scheduled before this time will be rescheduled
• Respects customer preferences

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End_Working_Hour

• End of business hours in 24-hour format (HH:MM)
• Calls after this time will be rescheduled to next day
• Prevents late-night calls

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Timezone

• Timezone for working hours calculation
• Default: Asia/Kolkata
• Important for international customers

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Outputs

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Bot_Number

• Phone number the voice agent used to make the call
• Same as input value

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Use_Case

• Voice agent that handled the call
• Same as input value

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Customer_Number

• Customer’s phone number that was called
• Same as input value

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Customer_Details

• Customer information that was provided
• Same as input value

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Agent_Options

• Options that were used to override settings
• Same as input value (if provided)

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Call_Time

• Timestamp when the call was made
• Format: ISO 8601 YYYY-MM-DDTHH:MM:SSZ

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Call_Status

• Final status of the call
• Possible values:
  • connected: Call was successfully connected
  • couldn't connect: Call failed to connect

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Call_Duration

• Duration of the call in seconds
• Excludes ring time
• 0 for failed connections

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Call_Direction

• Direction of the call
• Always outbound for this node

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Transcript

• Complete transcript of the call conversation
• Includes speaker tags (Assistant vs Customer)
• Available after call completion

Assistant: Hello John, this is a reminder about your appointment tomorrow at 3 PM with Dr. Smith.
Customer: Oh yes, thank you for reminding me.
Assistant: You're welcome! Do you need directions to the clinic?
Customer: No, I know where it is. Thank you!
Assistant: Great! We'll see you tomorrow. Have a nice day!

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Analysis

• Post-call analysis data (if configured)
• Extracted information from the conversation
• Custom fields defined in agent settings
• Type: String

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Call_Recording_Url

• URL to access the call recording
• Available after call completion
• Can be used for quality assurance
• Type: String

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Call_Id

• Unique identifier for the call
• Used for tracking and reference
• Type: String

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No_Of_Retries

• Number of retries configured (if provided)

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Retries_After_In_Hrs

• Retry interval configured (if provided)

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Start_Working_Hour

• Working hours start time (if provided)

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End_Working_Hour

• Working hours end time (if provided)

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Timezone

• Timezone used for scheduling (if provided)

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Call_Priority

• Priority level configured (if provided)
• Type: Number

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Call_On_Date

• Scheduled date configured (if provided)
• Format: YYYY-MM-DD

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Configuration Examples

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Basic Outbound Call

Bot_Number: +91xxxxxxxxxx
Use_Case: sales_agent
Customer_Number: +91xxxxxxxxxx
Customer_Details: {"name": "John Doe"}

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Scheduled Call with Retries

Bot_Number: +91xxxxxxxxxx
Use_Case: appointment_reminder
Customer_Number: +91xxxxxxxxxx
Customer_Details: {"name": "Jane Smith", "appointment": "Dec 10, 3 PM"}
Schedule_Time: 2025-12-09T10:00:00Z
No_Of_Retries: 2
Retries_After_In_Hrs: 2

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Call with Working Hours

Bot_Number: +91xxxxxxxxxx
Use_Case: payment_reminder
Customer_Number: +91xxxxxxxxxx
Customer_Details: {"name": "Bob Johnson", "amount": "₹5,000"}
Start_Working_Hour: 09:00
End_Working_Hour: 18:00
Timezone: Asia/Kolkata

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Call with Custom Agent Options

Bot_Number: +91xxxxxxxxxx
Use_Case: customer_support
Customer_Number: +91xxxxxxxxxx
Customer_Details: {"name": "Alice Brown"}
Agent_Options: {
  "language": "hi-IN",
  "voice": "Riya",
  "initial_prompt": "नमस्ते, मैं आपकी कैसे मदद कर सकती हूं?"
}

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Workflow Integration

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Connecting with Other Nodes

• Call API Node → Voice Agent Node
• Upload Data Node → Voice Agent Node
• Incoming Call Node → Voice Agent Node (for callbacks)

• Voice Agent Node → Send Email Node (follow-up email)
• Voice Agent Node → Send WhatsApp Node (confirmation message)
• Voice Agent Node → Webhook Node (CRM update)
• Voice Agent Node → Schedule Callback Node (if needed)

• Voice Agent Node → AI Query Agent Node (analyze call outcome)
• AI Query Agent Node → Voice Agent Node (make decision-based calls)

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Best Practices

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Call Timing

• Respect Time Zones: Always set appropriate timezone
• Business Hours: Use Start/End Working Hour constraints
• Spacing: Don’t schedule all calls at once
• Retry Strategy: Set reasonable retry intervals

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Personalization

• Use Customer Data: Include name and relevant details
• Context: Provide conversation context in Customer_Details
• Dynamic Prompts: Use Agent_Options for per-call customization
• Relevant Information: Only include necessary data

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Quality Assurance

• Test First: Make test calls before launching campaigns
• Monitor: Check Call History regularly
• Review Transcripts: Listen to sample calls
• Iterate: Improve based on feedback

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Performance

• Batch Processing: Use Upload Data Node for bulk campaigns
• Rate Limiting: Don’t exceed your concurrent call limit
• Error Handling: Set up retry logic for failed calls
• Monitoring: Track success rates

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Monitoring Call Performance

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Key Metrics to Track

• Percentage of calls that successfully connected
• Target: >80%
• Low rate indicates phone number or timing issues

• Typical length of conversations
• Helps identify engagement levels
• Very short calls may indicate problems

• Calls that reached intended outcome
• Based on post-call analysis
• Indicates agent effectiveness

• Percentage of retries that succeeded
• Validates retry strategy
• Adjust timing if low

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Analyzing Results

• Segment Customers: Group by call outcome
• Trigger Actions: Based on call status
• Update Records: Send data to CRM
• Schedule Follow-ups: For unsuccessful calls
• Generate Reports: Export for analysis

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Troubleshooting

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Call Not Connecting

• Invalid phone number format
• Number is unreachable or blocked
• Telephony provider issues
• Insufficient credits

• Verify phone number format (+[country][number])
• Test with a known working number
• Check telephony integration status
• Review account balance

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Short Call Duration

• Customer hung up immediately
• Poor audio quality
• Agent not responding
• Wrong number

• Review greeting message
• Test audio quality
• Check agent configuration
• Validate target audience

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Calls Not Scheduling

• Invalid Schedule_Time format
• Time in the past
• Working hours conflict

• Use ISO 8601 format
• Ensure future timestamp
• Review working hour settings

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Next Steps